CN105959498A - Communication method and system based on customer service system - Google Patents
Communication method and system based on customer service system Download PDFInfo
- Publication number
- CN105959498A CN105959498A CN201610507632.6A CN201610507632A CN105959498A CN 105959498 A CN105959498 A CN 105959498A CN 201610507632 A CN201610507632 A CN 201610507632A CN 105959498 A CN105959498 A CN 105959498A
- Authority
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- China
- Prior art keywords
- information
- contact staff
- customer service
- service system
- communication
- Prior art date
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M5/00—Manual exchanges
- H04M5/04—Arrangements for indicating calls or supervising connections for calling or clearing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
Abstract
The invention relates to a communication method and system based on a customer service system. The method comprises the steps of identifying a customer service staff information unique identifier and a user number corresponding to the triggering event when the customer service system monitors a triggering event, and obtaining a customer service staff information packet corresponding to the customer service staff information unique identifier; generating a short address for calling the customer service staff information packet according to the customer service staff information unique identifier and the user number; and sending the short address to a mobile terminal corresponding to the user number. Through adoption of the communication method and system based on the customer service system provided by the embodiment of the invention, a user can communicate with the customer service staff directly; the user does not need to dial a customer service phone and wait for the customer service system to switch to the customer service staff through a switchboard, therefore, the communication efficiency between the customer service staff and the user is improved, and moreover, the user experience is further improved.
Description
Technical field
The present invention relates to networking technology area, particularly relate to a kind of communication means based on customer service system and be
System.
Background technology
The development maked rapid progress along with wireless communication technology and the improving constantly of community service level of consciousness, people
Efficiency of service, service mode and the service quality of contact staff is proposed the highest requirement.
At present, the communication between contact staff and user typically carries out telephonic communication realization by customer service system.
In telephonic communication mode, customer service system, according to the call request of user, is automatically distributed for user and can be carried out
The contact staff of service or inform that when contact staff is busy user needs to wait for, user and contact staff it
Between call disconnect after, if user still wants to proceed consulting, it is necessary to again dial service calls, visitor
Dress system is then redistributed contact staff and is transferred, consequently, it is possible to user must not to user and by exchange
Do not spend the time to wait, waste user's valuable time and energy, cause between contact staff and user
Communication efficiency is relatively low, and customer service system is random to the distribution of contact staff, and this makes each time for using
The contact staff of family service may be different from, and the service experience degree causing user is poor.Therefore, current
Between contact staff and user, communication based on customer service system often exists that efficiency is low, user experience is the highest
Problem.
Summary of the invention
Based on this, it is necessary to deposited for communication based on customer service system between existing contact staff and user
The problem that efficiency is low, user experience is the highest, it is provided that a kind of communication means based on customer service system and be
System.
For solving above-mentioned technical problem, the present invention takes following technical scheme:
A kind of communication means based on customer service system, said method comprising the steps of:
When customer service system listens to trigger event, identify contact staff's information corresponding to described trigger event only
One mark and Subscriber Number, and obtain described contact staff's information uniquely identify correspondence contact staff's information bag；
Uniquely identify to generate with described Subscriber Number according to described contact staff's information and call described contact staff letter
The short address of breath bag；
Described short address is sent the mobile terminal that extremely described Subscriber Number is corresponding.
Correspondingly, the present invention also proposes a kind of communication system based on customer service system, and described system includes:
Identify acquiring unit, for when customer service system listens to trigger event, identify described trigger event pair
The contact staff's information answered uniquely identifies and Subscriber Number, and obtain described contact staff's information uniquely identify right
The contact staff's information bag answered；
Scalar/vector, generates with described Subscriber Number for uniquely identifying according to described contact staff's information
Call the short address of described contact staff's information bag；
Transmitting element, for sending, by described short address, the mobile terminal that extremely described Subscriber Number is corresponding.
Above-mentioned communication means based on customer service system and system, when customer service system listens to trigger event, identify
Contact staff's information corresponding to this trigger event uniquely identifies and Subscriber Number, and obtains contact staff's information mark
Know corresponding contact staff's information bag, uniquely identify according to the contact staff's information identified and generate with Subscriber Number
Short address is also sent to mobile terminal corresponding to Subscriber Number by short address, and mobile terminal now then can root
Call contact staff's information bag according to the short address received by browser, thus show the information of contact staff,
Realize the communication between contact staff and user, owing to user can be straight according to the information of the contact staff shown
Meet the contact staff inquiring correspondence, and without again dialing service calls and waiting that customer service system passes through exchange
It is forwarded to contact staff, has therefore saved the time of user, improve the communication between contact staff and user
Efficiency, simultaneously because the short address sent to customer mobile terminal uniquely identifies with contact staff's information, uses
Family number is one to one, and therefore after the end of conversation of user and contact staff, user still can basis
The information clawback rapidly and accurately of the contact staff that browser calls contact staff's information bag and shows or inquiry
To same contact staff, further increase the Experience Degree of user.
Accompanying drawing explanation
Fig. 1 is the schematic flow sheet of communication means based on customer service system in one of them embodiment of the present invention；
Fig. 2 is the schematic diagram that mobile terminal passes through browser-presented contact staff's information；
Fig. 3 is the structural representation of communication system based on customer service system in one of them embodiment of the present invention.
Detailed description of the invention
Below in conjunction with accompanying drawing and preferred embodiment, technical scheme is described in detail.
Wherein in an embodiment, shown in Figure 1, a kind of communication means based on customer service system, should
Method comprises the following steps:
S100, when customer service system listens to trigger event, identifies contact staff's letter that described trigger event is corresponding
The unique mark of breath and Subscriber Number, and obtain described contact staff's information and uniquely identify contact staff's letter of correspondence
Breath bag；
S200 uniquely identifies to generate with described Subscriber Number according to described contact staff's information and calls described customer service people
The short address of member's information bag；
Described short address is sent the mobile terminal that extremely described Subscriber Number is corresponding by S300.
Below using mobile phone or panel computer etc. as mobile terminal, carry out in conjunction with between contact staff and user
The practical situation of communication, is described in detail to communication means based on customer service system proposed by the invention,
But communication means based on customer service system proposed by the invention is not limited merely to mobile phone or panel computer.
Specifically, customer service system monitors trigger event, and wherein customer service system can be the electricity that current enterprise is conventional
Words customer service system or online customer service system, as the optional embodiment of one, what customer service system was monitored touches
The event of sending out is that the communication connection between the communication equipment of contact staff side and the communication equipment of user side disconnects, example
As the telephone relation between contact staff and user terminate, contact staff or user's on-hook etc., customer service system
The trigger event monitored can also receive the instruction of contact staff's input for customer service system；Supervise in customer service system
When hearing trigger event, identify that contact staff's information corresponding to this trigger event uniquely identifies and Subscriber Number,
Such as terminate this trigger event when customer service system listens to the telephone relation between contact staff A and user B
Time, now identify that contact staff's information corresponding to this trigger event uniquely identifies and Subscriber Number, i.e. identify visitor
The contact staff's information taking personnel A uniquely identifies and the Subscriber Number of user B；Further, identified is obtained
Contact staff's information uniquely identifies contact staff's information bag of correspondence, i.e. obtains from data base or customer service system
Contact staff's information of contact staff A uniquely identifies contact staff's information bag of correspondence, wherein contact staff's letter
Breath bag is the data of essential information that be stored in advance in data base or customer service system, that include contact staff
Bag, can include the telephone number information of contact staff, work order information etc..
Uniquely identify to generate with Subscriber Number according to contact staff's information and call the short of contact staff's information bag
Location, in this step, first generates long network address by Subscriber Number packing, and it is unique to combine contact staff's information
Identify the long network address to generating and carry out secondary package, finally uniquely identify and user number according to contact staff's information
Code generates short address, and the contact staff's information corresponding to short address uniquely identifies and contact staff's information bag
One_to_one corresponding, therefore short address and contact staff's information bag are also one to one.
Finally, by mobile terminal corresponding for short address transmission to Subscriber Number.Such as, for mobile phone,
Being sent short address to mobile phone by short message mode or other modes, mobile phone receives the note with short address
After, user carries out clicking or double click operation at the short address at the note interface of mobile phone, i.e. inputs to mobile phone
Triggering command, after mobile phone monitors the triggering command of user's input, calls and starts the browser of mobile phone；Clear
Device of looking at calls, from customer care server end, contact staff's information bag that short address is corresponding by the short address in note,
Such as browser calls the contact staff information corresponding with short address by WEB network from customer care server end
Bag, and utilize HTML5 technology to generate contact staff's homepage according to contact staff's information bag, pass through contact staff
The information of contact staff is shown by homepage, it is achieved the communication between contact staff and user.
The communication means based on customer service system that the present embodiment is proposed listens to trigger event in customer service system
Time, identify that contact staff's information corresponding to this trigger event uniquely identifies and Subscriber Number, and obtain customer service people
Contact staff's information bag that member's message identification is corresponding, the contact staff's information according to identifying uniquely identifies and user
Number generates short address and by mobile terminal corresponding for short address transmission to Subscriber Number, mobile terminal now
Then can call contact staff's information bag according to the short address received by browser, thus show customer service people
The information of member, it is achieved the communication between contact staff and user, owing to user can be according to the customer service people shown
The information of member directly inquires the contact staff of correspondence, and without again dialing service calls and waiting customer service system
System is forwarded to contact staff by exchange, has therefore saved the time of user, has improve contact staff and user
Between communication efficiency, simultaneously because send to the short address on customer mobile terminal with contact staff's information only
One mark, Subscriber Number are one to one, therefore after the end of conversation of user and contact staff, and user
The information of the contact staff that still can call contact staff's information bag according to browser and show is returned rapidly and accurately
Dial or inquire same contact staff, further increasing the Experience Degree of user.
As the optional embodiment of one, contact staff's information bag includes the customer service ID (customer service of contact staff
Unique designation), head image information, name information, telephone number information, service poster information, service satisfactory
Degree information, service log information and evaluation record information, the above-mentioned information included in contact staff's information bag
Have recorded the basic condition of contact staff so that the browser of mobile phone generates customer service according to short address various dimensions
During the personal homepage of personnel, the much information of contact staff can be shown, such as, show contact staff
Customer service ID, head portrait, name, telephone number, service poster, service satisfaction, service log and evaluation
Record, even presets voice etc., as in figure 2 it is shown, not only enrich the content of the personal homepage of contact staff,
The information inquiring about contact staff for user provides reference data, the simultaneously letter of the user contact staff by showing
Breath can be directly obtained the contact method of corresponding contact staff rapidly and accurately, decreases and repeats to dial customer service
Waiting time needed for phone, improve the communication efficiency between contact staff.
As a kind of specific embodiment, uniquely identify according to customer service ID distribution contact staff's information.Visitor
In dress system, each contact staff is equipped with a unique customer service ID, in order to customer service system exchange is at root
Corresponding contact staff's extension set can be forwarded to, this embodiment party when automatically distributing contact staff according to user of incoming call
In formula, owing to customer service ID possesses uniqueness, therefore uniquely identify according to customer service ID distribution contact staff's information
The requirement of contact staff's information uniquely identified uniqueness can not only be met, and can avoid introducing other volumes
Outer data, are conducive to improving contact staff's information and uniquely identify the efficiency of distribution, thus reduce to shifting as far as possible
The time delay that dynamic terminal exists when sending short address.
As a kind of specific embodiment, by the mistake of mobile terminal corresponding for short address transmission to Subscriber Number
Journey is further comprising the steps of: short address and Subscriber Number are carried out registration record and storage.In present embodiment
In, by short address and Subscriber Number are carried out registration record and storage, it is possible to use the storage skill such as cloud storage
Art realizes, and sets up dynamic data base, is possible not only to realize entering the signal intelligence between contact staff and user
Row monitoring, and communication broke down between contact staff and user or when making a mistake, technology people
Member by carrying out retrospective analysis already registered with record and short address and the Subscriber Number stored, thus can improve
Communication quality between contact staff and user.
Meanwhile, the present invention also proposes a kind of communication system based on customer service system, as it is shown on figure 3, this system
Including:
Identify acquiring unit 100, for when customer service system listens to trigger event, identify described trigger event
Corresponding contact staff's information uniquely identifies and Subscriber Number, and obtains described contact staff's information and uniquely identify
Corresponding contact staff's information bag；
Scalar/vector 200, raw with described Subscriber Number for uniquely identifying according to described contact staff's information
Become to call the short address of described contact staff's information bag；
Transmitting element 300, for sending, by described short address, the mobile terminal that extremely described Subscriber Number is corresponding.
Below using mobile phone or panel computer etc. as mobile terminal, carry out in conjunction with between contact staff and user
The practical situation of communication, is described in detail to communication system based on customer service system proposed by the invention,
But communication system based on customer service system proposed by the invention is not limited merely to mobile phone or panel computer.
Specifically, customer service system monitors trigger event, and wherein customer service system can be the electricity that current enterprise is conventional
Words customer service system or online customer service system, as the optional embodiment of one, what customer service system was monitored touches
The event of sending out is that the communication connection between the communication equipment of contact staff side and the communication equipment of user side disconnects, example
As the telephone relation between contact staff and user terminate, contact staff or user's on-hook etc., customer service system
The trigger event monitored can also receive the instruction of contact staff's input for customer service system；Supervise in customer service system
When hearing trigger event, identify that acquiring unit 100 identifies that contact staff's information corresponding to this trigger event is unique
Mark and Subscriber Number, such as, listen to the telephone relation between contact staff A and user B when customer service system
When terminating this trigger event, now identify that acquiring unit 100 identifies the contact staff that this trigger event is corresponding
Information uniquely identifies and Subscriber Number, i.e. identifies that contact staff's information of contact staff A uniquely identifies and user
The Subscriber Number of B, and, obtain identified contact staff's information and uniquely identify contact staff's information of correspondence
Bag, i.e. identifies that acquiring unit 100 obtains contact staff's letter of contact staff A from data base or customer service system
Contact staff's information bag that the unique mark of breath is corresponding, wherein contact staff's information bag is to be stored in advance in data base
Or in customer service system, include the packet of the essential information of contact staff, can include contact staff's
Telephone number information, work order information etc..
Scalar/vector 200 uniquely identifies to generate with Subscriber Number according to contact staff's information and calls customer service people
The short address of member's information bag, specifically, first Subscriber Number packing is generated fourdrinier wire by scalar/vector 200
Location, and combine contact staff's information uniquely identify to generate long network address carry out secondary package, finally according to visitor
Take personal information uniquely to identify and Subscriber Number generation short address, the contact staff's letter corresponding to short address
The unique mark of breath and contact staff's information bag one_to_one corresponding, therefore short address and contact staff's information bag are also one
One correspondence.
Finally, transmitting element 300 is by mobile terminal corresponding for short address transmission to Subscriber Number.Such as, right
For mobile phone, short address is sent to mobile phone by transmitting element 300 by short message mode or other modes,
After mobile phone receives note with short address, user carry out clicking at the short address at the note interface of mobile phone or
Person's double click operation, i.e. inputs triggering command to mobile phone, after mobile phone monitors the triggering command of user's input, adjusts
With and start the browser of mobile phone；Browser calls short by the short address in note from customer care server end
Contact staff's information bag that location is corresponding, such as browser is called with short from customer care server end by WEB network
Contact staff's information bag that address is corresponding, and utilize HTML5 technology to generate customer service according to contact staff's information bag
Personnel's homepage, is shown the information of contact staff by contact staff's homepage, it is achieved contact staff and use
Communication between family.
The communication system based on customer service system that the present embodiment is proposed listens to trigger event in customer service system
Time, identify that contact staff's information corresponding to this trigger event of acquiring unit identification uniquely identifies and Subscriber Number,
And obtaining contact staff's information bag that contact staff's message identification is corresponding, scalar/vector is according to the visitor identified
Take personal information uniquely to identify and Subscriber Number generation short address, and by transmitting element, short address is sent extremely
The mobile terminal that Subscriber Number is corresponding, mobile terminal now then can be according to the short address received by clear
Device of looking at calls contact staff's information bag, thus shows the information of contact staff, it is achieved contact staff and user it
Between communication, owing to user can directly inquire the customer service people of correspondence according to the information of contact staff shown
Member, and without again dialing service calls and waiting that customer service system is forwarded to contact staff by exchange, therefore
Save the time of user, improve the communication efficiency between contact staff and user, simultaneously because send extremely
Short address on customer mobile terminal with contact staff's information uniquely identifies, Subscriber Number is one to one,
Therefore, after the end of conversation of user and contact staff, user still can call contact staff's letter according to browser
Cease the information clawback rapidly and accurately of the contact staff wrapped and show or inquire same contact staff, entering one
Step improves the Experience Degree of user.
As the optional embodiment of one, contact staff's information bag includes the customer service ID (customer service of contact staff
Unique designation), head image information, name information, telephone number information, service poster information, service satisfactory
Degree information, service log information and evaluation record information, the above-mentioned information included in contact staff's information bag
Have recorded the basic condition of contact staff so that the browser of mobile phone generates customer service according to short address various dimensions
During the personal homepage of personnel, the much information of contact staff can be shown, such as, show contact staff
Customer service ID, head portrait, name, telephone number, service poster, service satisfaction, service log and evaluation
Record, even presets voice etc., as in figure 2 it is shown, not only enrich the content of the personal homepage of contact staff,
The information inquiring about contact staff for user provides reference data, the simultaneously letter of the user contact staff by showing
Breath can be directly obtained the contact method of corresponding contact staff rapidly and accurately, decreases and repeats to dial customer service
Waiting time needed for phone, improve the communication efficiency between contact staff.
As a kind of specific embodiment, communication system based on customer service system also includes identifying allocation unit,
This mark allocation unit is for uniquely identifying according to customer service ID distribution contact staff's information.In customer service system,
Each contact staff is equipped with a unique customer service ID, in order to customer service system exchange is according to user of incoming call
Automatically corresponding contact staff's extension set can be forwarded to during distribution contact staff, in the present embodiment, due to
Customer service ID possesses uniqueness, and therefore mark allocation unit is uniquely marked according to customer service ID distribution contact staff's information
Knowledge can not only meet the requirement of contact staff's information uniquely identified uniqueness, and can avoid introducing other
Extra data, are conducive to improving contact staff's information and uniquely identify the efficiency of distribution, thus reduce as far as possible to
The time delay that mobile terminal exists when sending short address.
As a kind of specific embodiment, communication system based on customer service system also includes memory element, should
Memory element is for carrying out registration record and storage to short address and Subscriber Number.In the present embodiment, deposit
Storage unit can utilize the memory technologies such as cloud storage to realize, and is entered short address and Subscriber Number by memory element
Row registration record and storage, set up dynamic data base, is possible not only to realize between contact staff and user
Signal intelligence is monitored, and works as the communication broke down between contact staff and user or make a mistake
Time, technical staff can carry out reviewing point by short address that memory element recorded and stored and Subscriber Number
Analysis, thus improve the communication quality between contact staff and user.
Each technical characteristic of embodiment described above can combine arbitrarily, for making description succinct, the most right
The all possible combination of each technical characteristic in above-described embodiment is all described, but, if these skills
There is not contradiction in the combination of art feature, is all considered to be the scope that this specification is recorded.
Embodiment described above only have expressed the several embodiments of the present invention, and it describes more concrete and detailed,
But can not therefore be construed as limiting the scope of the patent.It should be pointed out that, for this area
For those of ordinary skill, without departing from the inventive concept of the premise, it is also possible to make some deformation and change
Entering, these broadly fall into protection scope of the present invention.Therefore, the protection domain of patent of the present invention should be with appended power
Profit requires to be as the criterion.
Claims (10)
1. a communication means based on customer service system, it is characterised in that comprise the following steps:
When customer service system listens to trigger event, identify contact staff's information corresponding to described trigger event only
One mark and Subscriber Number, and obtain described contact staff's information uniquely identify correspondence contact staff's information bag；
Uniquely identify to generate with described Subscriber Number according to described contact staff's information and call described contact staff letter
The short address of breath bag；
Described short address is sent the mobile terminal that extremely described Subscriber Number is corresponding.
Communication means based on customer service system the most according to claim 1, it is characterised in that
Described trigger event is the communication link between the communication equipment of contact staff side and the communication equipment of user side
Connect disconnection,
Or
Described trigger event is to receive the instruction of contact staff's input.
Communication means based on customer service system the most according to claim 1 and 2, it is characterised in that
Described contact staff's information bag includes the customer service ID of contact staff, head image information, name information, contact
Phone information, service poster information, service satisfaction information, service log information and evaluation record information.
Communication means based on customer service system the most according to claim 3, it is characterised in that
Distribute described contact staff's information according to described customer service ID uniquely to identify.
Communication means based on customer service system the most according to claim 1 and 2, it is characterised in that will
The process that described short address sends the extremely mobile terminal that described Subscriber Number is corresponding is further comprising the steps of:
Described short address and described Subscriber Number are carried out registration record and storage.
6. a communication system based on customer service system, it is characterised in that including:
Identify acquiring unit, for when customer service system listens to trigger event, identify described trigger event pair
The contact staff's information answered uniquely identifies and Subscriber Number, and obtain described contact staff's information uniquely identify right
The contact staff's information bag answered；
Scalar/vector, generates with described Subscriber Number for uniquely identifying according to described contact staff's information
Call the short address of described contact staff's information bag；
Transmitting element, for sending, by described short address, the mobile terminal that extremely described Subscriber Number is corresponding.
Communication system based on customer service system the most according to claim 6, it is characterised in that
The described trigger event that described customer service system is monitored is
Communication connection between communication equipment and the communication equipment of user side of contact staff side disconnects,
Or
Receive the instruction of contact staff's input.
8. according to the communication system based on customer service system described in claim 6 or 7, it is characterised in that
Described contact staff's information bag includes the customer service ID of contact staff, head image information, name information, contact
Phone information, service poster information, service satisfaction information, service log information and evaluation record information.
Communication system based on customer service system the most according to claim 8, it is characterised in that also include
Mark allocation unit,
Described mark allocation unit uniquely identifies for distributing described contact staff's information according to described customer service ID.
10. according to the communication system based on customer service system described in claim 6 or 7, it is characterised in that
Also include memory element,
Described memory element is for carrying out registration record and storage to described short address and described Subscriber Number.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610507632.6A CN105959498B (en) | 2016-06-28 | 2016-06-28 | Communication means and system based on customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610507632.6A CN105959498B (en) | 2016-06-28 | 2016-06-28 | Communication means and system based on customer service system |
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| CN105959498A true CN105959498A (en) | 2016-09-21 |
| CN105959498B CN105959498B (en) | 2019-01-01 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN201610507632.6A Active CN105959498B (en) | 2016-06-28 | 2016-06-28 | Communication means and system based on customer service system |
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| CN109274695A (en) * | 2018-11-15 | 2019-01-25 | 重庆工商职业学院 | The customer service system after sale of video |
| WO2019228229A1 (en) * | 2018-05-31 | 2019-12-05 | 阿里巴巴集团控股有限公司 | Online customer service system, user end, server, customer service end and method |
| CN111010527A (en) * | 2019-12-19 | 2020-04-14 | 易谷网络科技股份有限公司 | Method and related device for establishing video call through short message link |
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| CN111010527A (en) * | 2019-12-19 | 2020-04-14 | 易谷网络科技股份有限公司 | Method and related device for establishing video call through short message link |
| CN111010527B (en) * | 2019-12-19 | 2021-05-14 | 易谷网络科技股份有限公司 | Method and related device for establishing video call through short message link |
Also Published As
| Publication number | Publication date |
|---|---|
| CN105959498B (en) | 2019-01-01 |
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